Tier 2 Deskside Support Technician
Company: CACI International
Location: Fort Belvoir
Posted on: April 15, 2024
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Job Description:
Tier 2 Deskside Support Technician
Job Category: Engineering and Technical Support
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
As a Deskside Support Technician (Tier 2), you will act as a model
of customer service excellence to all organizational staff members
in supporting the Joint Service Provider (JSP) user community. You
will be working with a team of professionals providing end user
support relative to software, hardware, and network assistance and
you will interact daily with the customer to ensure productivity
and provide resolution to IT issues that the end-users may have
with existing desktops, laptops, software installations issues, and
other critical needs.
What You'll Get to Do:
The Deskside Support Technician is predicated on Tier 2 diagnostic
experience and judgment, as well as the application of
pre-established workflow procedures and instructions to identify
research and resolve technical problems. Additionally, the Deskside
Support Technician documents, tracks and monitors the incidents,
and work orders to ensure a timely resolution.
More About the Role:
Documents Incident with detailed break-fix steps and resolution in
Remedy ticket tracking system.
Provides advanced Customer Service and Support.
Communicates with high profile customers in a professional and
courteous manner.
Performs installs, upgrades, and configures customer-specific
hardware and software.
Accepts warm transfers from other technicians to continue remote
support.
Performs advanced troubleshooting to isolate and diagnose IT
problems on desktop equipment and peripherals, including software
and hardware.
Provides remote and on-site troubleshooting for hardware and
software support.
Troubleshoots and supports Windows operating systems, advanced MS
Office product issues, and other IT issues.
Upgrades software components as required.
Provides customers with network technical support.
Instructs customers and support staff in use of equipment and
software.
Possesses the ability to complete multiple simultaneous projects in
a timely manner.
Interfaces with infrastructure, Network Operations, database, and
development personnel
Required Qualifications:
Clearance Required: US Department of Defense (DOD) issued Secret
Clearance.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a
high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and
products as required.
Ability to present ideas in business-friendly and user-friendly
language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative
environment.
Physical Requirements:
This position requires the ability to perform the below essential
functions:
Sitting for long periods
Standing for long periods
Ambulate throughout an office
Stoop, kneel, crouch, or crawl as required
Repeatedly lift and carry weight up to 50 pounds
Required Education and Experience:
Required Experience: 4 - 7 years of professional experience
supporting PC hardware and software systems.
Required Education: High School or GED, including consideration of
vendor certification in the technology being applied such as
Microsoft MCP or Novell CNE
8570 Level II Certification, Sec+ ITILv4 Foundation minimum
certification preferred.
What We Can Offer You:
We've been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to
balance quality work and their personal lives.
We offer competitive benefits and learning and development
opportunities.
We are mission-oriented and ever vigilant in aligning our solutions
with the nation's highest priorities.
For over 60 years, the principles of CACI's unique, character-based
culture have been the driving force behind our success.
Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, status as a protected
veteran, or any other protected characteristic.
Pay Range : There are a host of factors that can influence final
salary including, but not limited to, geographic location, Federal
Government contract labor categories and contract wage rates,
relevant prior work experience, specific skills and competencies,
education, and certifications. Our employees value the flexibility
at CACI that allows them to balance quality work and their personal
lives. We offer competitive compensation, benefits and learning and
development opportunities. Our broad and competitive mix of
benefits options is designed to support and protect employees and
their families. At CACI, you will receive comprehensive benefits
such as; healthcare, wellness, financial, retirement, family
support, continuing education, and time off benefits. Learn more
here (https://careers.caci.com/global/en/employee-benefits)
Since this position can be worked in more than one location, the
range shown is the national average for the position.
The proposed salary range for this position is:
$43,900-$87,800
Keywords: CACI International, Alexandria , Tier 2 Deskside Support Technician, Professions , Fort Belvoir, Virginia
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